About Apex Systems Apex Systems is a integral technology services company focused on delivering solutions through staffing, consulting, and managed services.Our Managed Support practice leverages ITSM frameworks and data-driven methodologies to help clients improve service quality, efficiency, and operational performance.About the RoleThe Service Management Analyst supports Managed Support engagements by ensuring service quality, consistency, and continuous improvement.This role focuses on analyzing operational performance, maintaining process documentation, and driving ITSM best practices across teams.You'll work closely with internal stakeholders and clients to translate data into insights, identify improvement opportunities, and help optimize service delivery.What You'll Do- Maintain and update process documentation (SOPs, knowledge base,



workflows)- Monitor KPI and SLA performance and support reporting- Analyze service data to identify trends and improvement opportunities- Build dashboards and reports for internal teams and clients- Support continuous improvement initiatives and track progress- Communicate insights and recommendations to stakeholders- Assist with onboarding, training, and knowledge transfer activitiesRequirements- 2+ years of experience in IT Service Management, IT Operations, or similar roles- Strong understanding of ITSM processes (Incident, Problem, Change, Request)- Experience analyzing data and working with tools like Excel, Power BI, or Tableau- Strong communication and presentation skills- High attention to detail and ability to manage multiple prioritiesNice to Have- ITIL certification (Foundation or higher)- Experience in Managed Services (MSP environment)- Familiarity with tools like ServiceNow or Jira- Six Sigma certification (Yellow/Green Belt)- Knowledge of contact center tools (Genesys, NICE, Amazon Connect)

📌 Service Management Analyst (Nuevo León)
🏢 Apex Systems
📍 Nuevo León